While the competitive market validates the value of contact center technology , it also creates an environment in which vendors need to be agile and state-of-the-art to stay in the game . Vendors with a solid product foundation can spend more energy on product innovation to give customers the highest return on investment .
All this comes down to one concept — companies must select a vendor that will operate as a true partner .
A vendor ’ s customer success team should be able to communicate how their solution works across different industries and use cases and advise customers about different product capabilities that align with their needs .
This is especially important as use cases for contact center technology continue to expand and the tech itself becomes more sophisticated .
CONTINUALLY MEASURE AND MONITOR ROI .
After identifying a solution with the right capabilities , it then gets integrated into the contact center technology stack .
But what happens next is equally important – you need to have a plan to make sure that the tool leads to tangible outcomes . You should monitor whether the solution is addressing the business challenges identified during the buying process and if it ’ s keeping your business on track to meet its longer-term goals .
To measure and monitor the impact of the technology , you should also be clear about how the insights are being shared within the contact center and across the enterprise . For instance , is the data only driving change within the contact center itself , or are there systems in place to share data insights with leaders in different departments to maximize the impact ?
As a decision-maker tasked with buying or upgrading your company ’ s contact center technology , you have a lot to consider .
... COMPANIES MUST SELECT A VENDOR THAT WILL OPERATE AS A TRUE PARTNER .
But by taking a step-by-step approach to the process and thinking through short-term business challenges and long-term goals before buying , you can feel confident that the tools you choose will have the right capabilities to meet your needs and bring the most value to your business .
As Chief Technical Officer at CallMiner
, Jeff Gallino oversees research , language development and future product direction . Gallino was President and CEO during CallMiner ’ s first five years . During that time , he led the company to become an internationally recognized and award-winning enterprise software company .
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